Service Desk Analyst

About the Role

We are partnering with a client who is looking to hire a full-time, permanent Service Desk Analyst, focused on delivering exemplary IT support for employees across various business locations. This hybrid position is based in Mississauga, Ontario.

Key Responsibilities

• Provide Level 1 and Level 2 troubleshooting for desktops, laptops, mobile devices, printers, peripherals, and basic networking issues.
• Manage incident response and service requests via the company’s ITSM platform, consistently meeting service level agreements.
• Deliver both remote and on-site desk-side support to resolve hardware, software, and user technology issues.
• Configure, deploy, and maintain Windows workstations, Microsoft 365, and other enterprise software applications.
• Perform installation, imaging, and replacement of end-user hardware and software as needed.
• Troubleshoot account access, email, application-related problems, and user issues.
• Keep detailed documentation on incidents, solutions, and knowledge base articles.
• Support IT asset management, including inventory control and equipment lifecycle activities.
• Assist with hardware refresh projects, software rollout initiatives, and technology deployments.
• Escalate complex technical problems to specialized Infrastructure, Network, or Applications teams as needed.
• Recommend improvements to support workflows, documentation, and overall IT service delivery.
• Participate in an on-call rotation to handle critical after-hours incidents.

Candidate Requirements

• A minimum of three years experience in IT Service Desk, Help Desk, or Technical Support roles.
• Proven experience supporting users in corporate or multi-site environments.
• Strong familiarity with Windows operating systems, Microsoft 365, and common desktop software applications.
• Experience supporting laptops, desktops, mobile devices, printers, and associated peripherals.
• Knowledge of Active Directory, user account management, and fundamental networking concepts.
• Hands-on use of ITSM tools such as ServiceNow, Jira Service Management, Freshservice, or equivalents.
• Understanding of ITIL best practices, incident management, and service level agreements.
• Superior troubleshooting, analytical thinking, and problem-solving capabilities.
• Excellent verbal and written communication skills with a strong customer-first mindset.
• Ability to effectively prioritize multiple concurrent requests in a fast-moving environment.
• Experience mentoring or supporting junior team members is advantageous.
• Bachelor’s degree, college diploma, or an equivalent mix of education and experience in IT, Computer Science, or a related discipline.
• Microsoft certifications such as MCP, Microsoft 365, Azure Fundamentals, or similar credentials are assets.

Preferred Qualifications

• Experience working with Microsoft Intune, Microsoft Entra ID (Azure Active Directory), and endpoint management tools.
• Familiarity with device imaging, software deployment, and endpoint security solutions.
• Previous exposure to supporting hybrid work environments.
• Knowledge of remote support and collaboration platforms like Microsoft Teams.
• Basic understanding or experience in PowerShell scripting or automation tasks is a plus.